Service Manager

The Service Manager is responsible for the day-to-day leadership, coordination, and performance of Automation Integrated’s Service Department. This position oversees service technicians, scheduling and dispatch, customer communication, technical escalations, documentation, billing readiness, preventative maintenance, and overall service quality.

The Service Manager serves as the primary link between customers, technicians, office staff, project management, and company leadership. The position requires a strong combination of leadership, technical knowledge, organization, customer service, and financial awareness.

The goal of the Service Manager is to ensure service calls are handled efficiently, technicians are properly supported and accountable, customers receive timely communication, and completed work is accurately documented and ready for billing.

Primary Responsibilities

Service Department Management

• Manage the daily operations of the Service Department.
• Supervise, support, and provide direction to service technicians.
• Review the daily and weekly service schedule to ensure appropriate technician coverage.
• Coordinate technician assignments based on location, skill level, customer priority, and workload.
• Ensure emergency and priority service calls are handled appropriately.
• Manage technician workload to reduce unnecessary overtime and excessive travel.
• Monitor open service tickets and ensure outstanding work is actively followed through to completion.
• Coordinate return trips when additional labor, parts, equipment, or customer access is required.
• Ensure technicians have the information, tools, materials, and equipment necessary to complete assigned work.

Technician Leadership & Accountability

• Establish clear expectations for technician performance, professionalism, productivity, and documentation.
• Coach technicians on technical troubleshooting, customer communication, and company procedures.
• Conduct regular technician meetings and individual performance discussions.
• Identify training needs and coordinate technical and manufacturer training when appropriate.
• Assist with interviewing, hiring, onboarding, and training new service technicians.
• Address performance or attendance concerns in accordance with company policies.
• Promote teamwork and communication between service, projects, sales, and administrative staff.

Customer Service

• Maintain professional relationships with Automation Integrated customers.
• Serve as an escalation point for customer concerns and unresolved service issues.
• Communicate service status, repair recommendations, delays, and next steps to customers when necessary.
• Ensure customers receive timely updates when parts must be ordered or additional visits are required.
• Investigate recurring service problems and work with technicians to identify the root cause rather than repeatedly treating symptoms.
• Maintain a high level of customer satisfaction while protecting the company's operational and financial interests.

Technical Oversight

The Service Manager should have a working knowledge of commercial electronic security and low-voltage systems, including:

DMP, AMAG, Hanwha/Wisenet, CompleteView, Aiphone, and related security products, is preferred.

The Service Manager is not expected to personally complete every repair but must have enough technical knowledge to assist technicians, evaluate troubleshooting steps, identify training needs, and determine when additional technical resources are necessary.

Scheduling & Dispatch

• Work closely with dispatch and administrative staff to maintain an efficient service schedule.
• Prioritize calls based on urgency, customer requirements, system impact, and contractual obligations.
• Coordinate customer access, escorts, appointments, and other site requirements before dispatching technicians.
• Confirm technicians are appropriately scheduled and routed.
• Monitor calls that remain open because of parts, customer access, subcontractors, or other dependencies.
• Reallocate technicians when emergency calls or schedule changes occur.

Parts & Material Management

• Review technician requests for replacement parts and materials.
• Ensure necessary information and photographs are provided before parts are ordered.
• Coordinate with purchasing and administrative staff regarding service-related material.
• Track service calls awaiting parts and schedule return visits promptly after materials arrive.
• Identify frequently used service parts that should be maintained in inventory or technician vehicles.

Billing & Financial Performance

• Review completed service tickets to ensure they are ready for invoicing.
• Confirm technician labor, travel, materials, and service notes are accurately recorded.
• Reduce delays between completion of service work and invoicing.
• Monitor service department labor utilization and productivity.
• Identify excessive overtime, repeat trips, callbacks, and other areas affecting profitability.
• Help determine whether work is billable, warranty, contractual, or requires a customer quote.
• Work with management to improve service department revenue and profitability.

After-Hours & On-Call Service

• Coordinate and oversee the technician on-call rotation.
• Provide management support for significant after-hours service issues when required.
• Ensure after-hours calls are properly documented.
• Review after-hours work for labor, materials, customer communication, and billing accuracy.
• Identify recurring after-hours problems that require permanent corrective action.

Safety & Compliance

• Ensure technicians follow company safety procedures and customer-specific requirements.
• Promote proper use of ladders, lifts, PPE, tools, and test equipment.
• Ensure technicians comply with applicable licensing, code, manufacturer, and customer requirements.
• Immediately escalate significant safety concerns or incidents to management.

Qualifications

Required

• Strong leadership and team-management skills.
• Experience managing technicians or field-service employees.
• Excellent organizational and scheduling abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Strong customer-service and conflict-resolution skills.
• Ability to review technical service documentation for accuracy.
• Basic understanding of labor utilization, job costing, and service profitability.
• Valid driver's license and ability to travel to customer locations when necessary.

Preferred

• 5 years of commercial security, low-voltage, access control, alarm, surveillance, or related field-service experience.
• Previous Service Manager, Lead Technician, Service Supervisor, or similar leadership experience.
• Experience with DMP intrusion systems.
• Experience with AMAG access control.
• Experience with Hanwha/Wisenet and CompleteView video systems.
• Experience with automatic doors, gates, electrified hardware, intercoms, and commercial door systems.
• Experience with service-management or job-management software.
• Manufacturer certifications related to systems supported by Automation Integrated.

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Employee discount

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $65,000 - $85,000